Capgemini Invent- Contact Center AI - Senior Consultant
About The Position
At Capgemini Invent, we believe difference drives change. As inventive transformation consultants, we blend our strategic, creative and scientific capabilities, collaborating closely with clients to deliver cutting-edge solutions. Join us to drive transformation tailored to our client's challenges of today and tomorrow. Informed and validated by science and data. Superpowered by creativity and design. All underpinned by technology created with purpose. As AI reshapes how organizations operate, compete, and create value, we are evolving our consulting model to be AI-enabled by design, augmenting human judgment with analytics, automation, and generative AI. Our teams are looking for consultants who are not only strong problem solvers, but who are excited to work differently in an AI-first world: curious, adaptable, and ready to help clients reimagine how work gets done. The Contact Center Transformation team combines customer interaction data, service design, conversational AI, intelligent automation, platforms, and agent experience to create measurable service outcomes.
Requirements
- 5–8 years of experience in consulting, business analysis, product management, customer experience, or contact center transformation.
- Strong business analysis skills, including requirements elicitation, process mapping, user stories, and stakeholder management.
- Experience with conversational design, customer journey design, or AI-enabled service experiences.
- Working knowledge of generative AI, conversational AI, and agentic AI, with hands-on experience preferred.
- Understanding of contact center operations, service workflows, and performance metrics.
- Experience applying agile product management and delivery practices.
- Industry experience in financial services, insurance, healthcare, telecommunications, or another service-intensive sector.
- Strong analytical, communication, facilitation, and problem-solving skills.
- Ability to travel up to 50% or as needed.
Nice To Haves
- Hands-on experience with platforms such as Genesys, NICE, Kore.ai, Google CCAI, Salesforce, ServiceNow, or Microsoft.
- Experience with prompt engineering, RAG, AI evaluation, or workflow automation.
Responsibilities
- Lead discovery workshops, analyze service operations, and translate business needs into requirements, user stories, acceptance criteria, and delivery roadmaps.
- Own conversational experience design across voice, chat, and agent assist, including intent taxonomies, dialogue flows, prompts, escalation paths, and exception handling.
- Apply product management practices to prioritize use cases, manage backlogs, define MVPs, and guide iterative solution development.
- Identify opportunities for generative AI, agentic AI, intelligent automation, and workflow orchestration across customer service journeys.
- Collaborate with architects, developers, AI specialists, and client teams to ensure solutions meet business and operational requirements
- Lead solution testing and AI evaluation, including conversation quality, accuracy, task completion, and business outcomes.
- Manage client stakeholders, mentor junior consultants, and contribute to proposals, demonstrations, and practice development.
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
